Refund and Returns Policy

At ORLA, we are committed to customer satisfaction and providing an exceptional shopping experience. Therefore, we offer a clear and flexible return and exchange policy with the following conditions:

First: Return and Exchange Period

* Returns or exchanges can be requested within 30 days of the order receipt date.

* After this period, no return or exchange requests will be accepted.

Second: Conditions for Accepting Returns

The following conditions must be met:

* The product must be:

* Unused
* Unopened (especially personal care products)
* In its original condition
* In its original packaging with all labels attached
* Purchase invoice or order number included
* No damage resulting from misuse

📌 Any product that has been used or opened will not be accepted for hygiene and safety reasons.

Third: Non-Returnable Products

The following cannot be returned or exchanged:

* Opened or used products
* Personal care products after opening
* Discounted or promotional products
* Products purchased without proof of purchase

Fourth: Free Exchanges

Customers are entitled to a free exchange or return in the following cases:

* Receiving the wrong product
* Manufacturing defect
* Product damaged during shipping

📌 You must report the issue within 24-48 hours of receipt, attaching clear photos.

Fifth: How to Request a Return

To initiate a return:

1. Contact us via:

📧 info@orla-qa.com

2. Send the following information:

* Order number
* Reason for return
* Photo or video (if available)

3. Your request will be reviewed and you will receive a response within 24 hours.

4. Upon approval, you will be provided with return instructions.

📌 You must wait for approval before shipping; otherwise, your request may be rejected.

Sixth: Shipping Fees

* The customer is responsible for shipping costs for standard returns.

* ORLA covers shipping costs for returns due to errors or defects.

Seventh: Refund Policy

* After receiving and inspecting the product, you will be notified of the order status.

* If approved:

* The refund will be processed via the same payment method.

* Within 5-10 business days (depending on the bank).

Eighth: Order Cancellation

* Orders can only be canceled before shipment.

* Cancellations are not possible after shipment.

Ninth: Important Notes

* The product must be well-packaged before being returned.

* We recommend using trackable shipping.

* ORLA is not responsible for lost returned shipments.

📞 Customer Service

We are always here to help:

📧 info@orla-qa.com

📍 Qatar – Doha

❤️ Our Commitment

Our goal is to provide high-quality products and a reliable and secure shopping experience. Your satisfaction is always our priority.